@consilioweb/payload-support 6.0.0 → 6.0.2

package/dist/index.cjs

@@ -2102,6 +2102,7 @@ function createSlaCheckEndpoint(slugs) {
             slaResolutionDue: true,
             slaFirstResponseBreached: true,
             slaResolutionBreached: true,
+            slaPausedAt: true,
             firstResponseAt: true,
             createdAt: true
           }
@@ -2136,7 +2137,8 @@ function createSlaCheckEndpoint(slugs) {
             }
           }
           if (t.slaResolutionDue) {
-            const deadline = new Date(t.slaResolutionDue);
+            const pausedMs = t.slaPausedAt ? Math.max(0, now.getTime() - new Date(t.slaPausedAt).getTime()) : 0;
+            const deadline = new Date(new Date(t.slaResolutionDue).getTime() + pausedMs);
             if (now > deadline) {
               ticketData.breachTypes.push("resolution");
             } else {
@@ -8057,7 +8059,8 @@ function createCheckSlaOnResolve(slugs, notificationSlug = "admin-notifications"
     try {
       const { payload } = req;
       const now = /* @__PURE__ */ new Date();
-      const deadline = new Date(doc.slaResolutionDue);
+      const pausedMs = doc.slaPausedAt ? Math.max(0, now.getTime() - new Date(doc.slaPausedAt).getTime()) : 0;
+      const deadline = new Date(new Date(doc.slaResolutionDue).getTime() + pausedMs);
       const breached = now > deadline;
       await dbUpdate(payload, slugs.tickets, {
         id: doc.id,

package/dist/index.js

@@ -2093,6 +2093,7 @@ function createSlaCheckEndpoint(slugs) {
             slaResolutionDue: true,
             slaFirstResponseBreached: true,
             slaResolutionBreached: true,
+            slaPausedAt: true,
             firstResponseAt: true,
             createdAt: true
           }
@@ -2127,7 +2128,8 @@ function createSlaCheckEndpoint(slugs) {
             }
           }
           if (t.slaResolutionDue) {
-            const deadline = new Date(t.slaResolutionDue);
+            const pausedMs = t.slaPausedAt ? Math.max(0, now.getTime() - new Date(t.slaPausedAt).getTime()) : 0;
+            const deadline = new Date(new Date(t.slaResolutionDue).getTime() + pausedMs);
             if (now > deadline) {
               ticketData.breachTypes.push("resolution");
             } else {
@@ -8048,7 +8050,8 @@ function createCheckSlaOnResolve(slugs, notificationSlug = "admin-notifications"
     try {
       const { payload } = req;
       const now = /* @__PURE__ */ new Date();
-      const deadline = new Date(doc.slaResolutionDue);
+      const pausedMs = doc.slaPausedAt ? Math.max(0, now.getTime() - new Date(doc.slaPausedAt).getTime()) : 0;
+      const deadline = new Date(new Date(doc.slaResolutionDue).getTime() + pausedMs);
       const breached = now > deadline;
       await dbUpdate(payload, slugs.tickets, {
         id: doc.id,

package/dist/styles/TicketInbox.module.scss

@@ -286,6 +286,10 @@
 .slaOk     { color: var(--theme-elevation-400); }
 .slaWarn   { color: var(--theme-warning-500, #c97a0a); font-weight: 600; }
 .slaBreach { color: var(--theme-error-500, #c4392c); font-weight: 700; }
+// Paused: deliberately neutral and italic. The clock is stopped because the
+// team is waiting on the client, so this is not a state anyone should act on —
+// it must not compete with the warn and breach colours next to it.
+.slaPaused { color: var(--theme-elevation-650); font-style: italic; }
 
 .timeAgo {
   font-size: 12px;

package/dist/utils/db.js

@@ -0,0 +1,20 @@
+function dbFind(payload, slug, options = {}) {
+  return payload.find({ collection: slug, ...options });
+}
+function dbFindByID(payload, slug, options) {
+  return payload.findByID({ collection: slug, ...options });
+}
+function dbCreate(payload, slug, options) {
+  return payload.create({ collection: slug, ...options });
+}
+function dbUpdate(payload, slug, options) {
+  return payload.update({ collection: slug, ...options });
+}
+function dbCount(payload, slug, options = {}) {
+  return payload.count({ collection: slug, ...options });
+}
+function dbDelete(payload, slug, options) {
+  return payload.delete({ collection: slug, ...options });
+}
+
+export { dbCount, dbCreate, dbDelete, dbFind, dbFindByID, dbUpdate };

package/dist/utils/readSettings.js

@@ -0,0 +1,150 @@
+import { dbFind } from './db.js';
+import { DEFAULT_TICKETING_FEATURES, projectAutoClose, normalizeFeatures } from './features.js';
+
+const SUPPORT_SETTINGS_PREF_KEY = "support-settings";
+const PREF_KEY = SUPPORT_SETTINGS_PREF_KEY;
+const USER_PREFS_KEY_PREFIX = "support-user-prefs";
+const LEGACY_ROUND_ROBIN_KEY = "support-round-robin";
+const SUPPORT_STAFF_SLUG_CONFIG_KEY = "supportStaffCollection";
+function resolveStaffPrefSlug(payload, staffSlug) {
+  if (staffSlug) return staffSlug;
+  const config = payload.config;
+  const registered = config?.custom?.[SUPPORT_STAFF_SLUG_CONFIG_KEY];
+  if (typeof registered === "string" && registered) return registered;
+  return config?.admin?.user || "users";
+}
+const DEFAULT_SETTINGS = {
+  email: { fromAddress: "", fromName: "Support", replyToAddress: "" },
+  ai: { provider: "anthropic", model: "claude-haiku-4-5-20251001", enableSentiment: true, enableSynthesis: true, enableSuggestion: true, enableRewrite: true },
+  sla: { firstResponseMinutes: 120, resolutionMinutes: 1440, businessHoursOnly: true, escalationEmail: "" },
+  autoClose: { enabled: true, daysBeforeClose: 7, reminderDaysBefore: 2 },
+  features: { ...DEFAULT_TICKETING_FEATURES }
+};
+const DEFAULT_USER_PREFS = {
+  locale: "fr",
+  signature: ""
+};
+const settingsCache = /* @__PURE__ */ new Map();
+const SETTINGS_TTL_MS = 6e4;
+const SETTINGS_CACHE_MAX = 8;
+const warnedForeignSettingsRow = /* @__PURE__ */ new Set();
+function invalidateSupportSettingsCache() {
+  settingsCache.clear();
+  warnedForeignSettingsRow.clear();
+}
+function mergeSupportSettings(stored, base = DEFAULT_SETTINGS) {
+  const autoClose = { ...base.autoClose, ...stored?.autoClose };
+  return {
+    email: { ...base.email, ...stored?.email },
+    ai: { ...base.ai, ...stored?.ai },
+    sla: { ...base.sla, ...stored?.sla },
+    autoClose,
+    // `autoClose` / `autoCloseDays` are projections of the block above, so they
+    // are recomputed here rather than trusted from whatever was persisted.
+    features: projectAutoClose(
+      normalizeFeatures({ ...base.features, ...stored?.features }),
+      autoClose
+    )
+  };
+}
+async function readSupportSettingsState(payload, staffSlug) {
+  const staff = resolveStaffPrefSlug(payload, staffSlug);
+  const cached = settingsCache.get(staff);
+  if (cached && Date.now() - cached.ts < SETTINGS_TTL_MS) {
+    return cached.value;
+  }
+  let value = {
+    settings: mergeSupportSettings(null),
+    featuresConfigured: false
+  };
+  try {
+    const prefs = await dbFind(payload, "payload-preferences", {
+      // Sibling keys are AND-ed by Payload. The `user.relationTo` clause is the
+      // security boundary: without it any authenticated principal can plant a
+      // `support-settings` row and own the plugin's server settings.
+      where: { key: { equals: PREF_KEY }, "user.relationTo": { equals: staff } },
+      // The upsert is scoped per admin user, so several rows can share the key.
+      // Sorting makes "last write wins" deterministic instead of arbitrary.
+      sort: "-updatedAt",
+      limit: 1,
+      depth: 0,
+      overrideAccess: true
+    });
+    if (prefs.docs.length > 0) {
+      const stored = prefs.docs[0].value;
+      const featuresConfigured = !!stored.features && typeof stored.features === "object";
+      const settings = mergeSupportSettings(stored);
+      if (!featuresConfigured) {
+        settings.features.roundRobin = await readLegacyRoundRobin(payload, staff);
+      }
+      value = { settings, featuresConfigured };
+    } else {
+      await warnOnForeignSettingsRow(payload, staff);
+    }
+  } catch {
+  }
+  if (settingsCache.size >= SETTINGS_CACHE_MAX && !settingsCache.has(staff)) settingsCache.clear();
+  settingsCache.set(staff, { value, ts: Date.now() });
+  return value;
+}
+async function warnOnForeignSettingsRow(payload, staff) {
+  if (warnedForeignSettingsRow.has(staff)) return;
+  try {
+    const any = await dbFind(payload, "payload-preferences", {
+      where: { key: { equals: PREF_KEY } },
+      limit: 1,
+      depth: 0,
+      overrideAccess: true
+    });
+    if (any.docs.length === 0) return;
+    if (warnedForeignSettingsRow.size >= SETTINGS_CACHE_MAX) warnedForeignSettingsRow.clear();
+    warnedForeignSettingsRow.add(staff);
+    console.warn(
+      `[support] A "${PREF_KEY}" preference row exists but none is owned by the "${staff}" collection: the plugin is running on its DEFAULT settings. Either the staff auth collection differs from \`admin.user\`, or the row was written by a principal that is not staff \u2014 in which case it is ignored on purpose.`
+    );
+  } catch {
+  }
+}
+async function readSupportSettings(payload, staffSlug) {
+  return (await readSupportSettingsState(payload, staffSlug)).settings;
+}
+async function readLegacyRoundRobin(payload, staff) {
+  try {
+    const prefs = await dbFind(payload, "payload-preferences", {
+      where: { key: { equals: LEGACY_ROUND_ROBIN_KEY }, "user.relationTo": { equals: staff } },
+      limit: 1,
+      depth: 0,
+      overrideAccess: true
+    });
+    if (prefs.docs.length > 0) {
+      return prefs.docs[0].value?.enabled === true;
+    }
+  } catch {
+  }
+  return DEFAULT_TICKETING_FEATURES.roundRobin;
+}
+async function readUserPrefs(payload, userId, staffSlug) {
+  try {
+    const key = `${USER_PREFS_KEY_PREFIX}-${userId}`;
+    const prefs = await dbFind(payload, "payload-preferences", {
+      where: {
+        key: { equals: key },
+        "user.relationTo": { equals: resolveStaffPrefSlug(payload, staffSlug) }
+      },
+      limit: 1,
+      depth: 0,
+      overrideAccess: true
+    });
+    if (prefs.docs.length > 0) {
+      const stored = prefs.docs[0].value;
+      return {
+        locale: stored.locale || DEFAULT_USER_PREFS.locale,
+        signature: stored.signature ?? DEFAULT_USER_PREFS.signature
+      };
+    }
+  } catch {
+  }
+  return { ...DEFAULT_USER_PREFS };
+}
+
+export { DEFAULT_SETTINGS, DEFAULT_USER_PREFS, SUPPORT_SETTINGS_PREF_KEY, SUPPORT_STAFF_SLUG_CONFIG_KEY, invalidateSupportSettingsCache, mergeSupportSettings, readSupportSettings, readSupportSettingsState, readUserPrefs, resolveStaffPrefSlug };

package/dist/views/TicketInboxView/client.js

@@ -105,11 +105,13 @@ const TicketInboxClient = () => {
       `select[slaFirstResponseBreached]=true`,
       `select[slaResolutionDue]=true`,
       `select[slaResolutionBreached]=true`,
+      `select[slaPausedAt]=true`,
       `select[firstResponseAt]=true`
     ];
     if (tab === "sla_breach") {
       params.push(`where[or][0][slaFirstResponseBreached][equals]=true`);
       params.push(`where[or][1][slaResolutionBreached][equals]=true`);
+      params.push(`where[slaPausedAt][exists]=false`);
     } else if (tab !== "all") {
       params.push(`where[status][equals]=${tab}`);
     }
@@ -146,7 +148,7 @@ const TicketInboxClient = () => {
           fetch(`/api/tickets/count?where[status][equals]=open&${sn}`, { credentials: "include" }),
           fetch(`/api/tickets/count?where[status][equals]=waiting_client&${sn}`, { credentials: "include" }),
           fetch(`/api/tickets/count?where[status][equals]=resolved&${sn}`, { credentials: "include" }),
-          fetch(`/api/tickets/count?where[or][0][slaFirstResponseBreached][equals]=true&where[or][1][slaResolutionBreached][equals]=true&${sn}`, { credentials: "include" })
+          fetch(`/api/tickets/count?where[or][0][slaFirstResponseBreached][equals]=true&where[or][1][slaResolutionBreached][equals]=true&where[slaPausedAt][exists]=false&${sn}`, { credentials: "include" })
         ]);
         const [a, o, w, r, b] = await Promise.all([all.json(), openRes.json(), waiting.json(), resolved.json(), breach.json()]);
         setCounts({
@@ -300,6 +302,7 @@ const TicketInboxClient = () => {
       const priorityColor = PRIORITY_COLORS[tk.priority] || "transparent";
       const sla = computeSlaState(tk);
       const isBreach = sla.state === "breach";
+      const isPaused = sla.state === "paused";
       const statusVariant = STATUS_VARIANT[tk.status] || "open";
       return /* @__PURE__ */ jsxs(
         "a",
@@ -347,10 +350,11 @@ const TicketInboxClient = () => {
                   s.slaCell,
                   sla.state === "breach" ? s.slaBreach : "",
                   sla.state === "warn" ? s.slaWarn : "",
-                  sla.state === "ok" ? s.slaOk : ""
+                  sla.state === "ok" ? s.slaOk : "",
+                  isPaused ? s.slaPaused : ""
                 ].filter(Boolean).join(" "),
-                title: sla.due ? new Date(sla.due).toLocaleString(DATE_LOCALE) : "",
-                children: formatSlaRemaining(sla.remainingMs)
+                title: isPaused ? t("inbox.slaPausedTitle", { since: formatSlaRemaining(sla.pausedMs ?? 0) }) : sla.due ? new Date(sla.due).toLocaleString(DATE_LOCALE) : "",
+                children: isPaused ? t("inbox.slaPaused") : formatSlaRemaining(sla.remainingMs)
               }
             ),
             /* @__PURE__ */ jsx("span", { className: s.timeAgo, children: relativeTime(tk.updatedAt, t) }),

package/dist/views/shared/locales/en.json

@@ -348,7 +348,9 @@
       "responseAwaitedFor": "Awaiting for {{duration}}",
       "target": "Due: {{target}}",
       "escalate": "Escalate"
-    }
+    },
+    "slaPaused": "paused",
+    "slaPausedTitle": "SLA paused for {since} — the clock resumes when the client replies"
   },
   "emailTracking": {
     "title": "Email tracking",
@@ -695,19 +697,58 @@
     "saved2": "✓ Saved",
     "saveChanges": "Save changes",
     "features": {
-      "canned": { "label": "Quick replies", "description": "Pre-registered response templates with dynamic variables" },
-      "scheduledReplies": { "label": "Scheduled replies", "description": "Send a reply at a future date/time" },
-      "activityLog": { "label": "Activity log", "description": "Timeline of actions on each ticket (status changes, assignment...)" },
-      "emailTracking": { "label": "Email tracking", "description": "Send and open tracking for email notifications" },
-      "chat": { "label": "Live Chat", "description": "Real-time chat with ticket conversion" },
-      "externalMessages": { "label": "External messages", "description": "Manually add messages received by email, SMS, WhatsApp..." },
-      "ai": { "label": "Artificial Intelligence", "description": "Sentiment analysis, summary, reply suggestion, rewriting" },
-      "timeTracking": { "label": "Time tracking", "description": "Timer, manual entries, billing" },
-      "satisfaction": { "label": "Satisfaction surveys", "description": "CSAT score after ticket resolution" },
-      "merge": { "label": "Ticket merge", "description": "Combine two tickets into one" },
-      "splitTicket": { "label": "Message extraction", "description": "Extract a message into a new linked ticket" },
-      "snooze": { "label": "Snooze", "description": "Temporarily hide a ticket with automatic reminder" },
-      "clientHistory": { "label": "Client history", "description": "Past tickets, projects and internal notes" }
+      "canned": {
+        "label": "Quick replies",
+        "description": "Pre-registered response templates with dynamic variables"
+      },
+      "scheduledReplies": {
+        "label": "Scheduled replies",
+        "description": "Send a reply at a future date/time"
+      },
+      "activityLog": {
+        "label": "Activity log",
+        "description": "Timeline of actions on each ticket (status changes, assignment...)"
+      },
+      "emailTracking": {
+        "label": "Email tracking",
+        "description": "Send and open tracking for email notifications"
+      },
+      "chat": {
+        "label": "Live Chat",
+        "description": "Real-time chat with ticket conversion"
+      },
+      "externalMessages": {
+        "label": "External messages",
+        "description": "Manually add messages received by email, SMS, WhatsApp..."
+      },
+      "ai": {
+        "label": "Artificial Intelligence",
+        "description": "Sentiment analysis, summary, reply suggestion, rewriting"
+      },
+      "timeTracking": {
+        "label": "Time tracking",
+        "description": "Timer, manual entries, billing"
+      },
+      "satisfaction": {
+        "label": "Satisfaction surveys",
+        "description": "CSAT score after ticket resolution"
+      },
+      "merge": {
+        "label": "Ticket merge",
+        "description": "Combine two tickets into one"
+      },
+      "splitTicket": {
+        "label": "Message extraction",
+        "description": "Extract a message into a new linked ticket"
+      },
+      "snooze": {
+        "label": "Snooze",
+        "description": "Temporarily hide a ticket with automatic reminder"
+      },
+      "clientHistory": {
+        "label": "Client history",
+        "description": "Past tickets, projects and internal notes"
+      }
     },
     "categories": {
       "core": "Core features",

package/dist/views/shared/locales/fr.json

@@ -348,7 +348,9 @@
       "responseAwaitedFor": "En attente depuis {{duration}}",
       "target": "Échéance : {{target}}",
       "escalate": "Escalader"
-    }
+    },
+    "slaPaused": "en pause",
+    "slaPausedTitle": "SLA en pause depuis {since} — le compteur repart à la réponse du client"
   },
   "emailTracking": {
     "title": "Suivi des emails",
@@ -695,19 +697,58 @@
     "saved2": "✓ Sauvegardé",
     "saveChanges": "Sauvegarder les modifications",
     "features": {
-      "canned": { "label": "Réponses rapides", "description": "Templates de réponses pré-enregistrées avec variables dynamiques" },
-      "scheduledReplies": { "label": "Réponses programmées", "description": "Envoyer une réponse à une date/heure future" },
-      "activityLog": { "label": "Journal d'activité", "description": "Timeline des actions sur chaque ticket (changements de statut, assignation...)" },
-      "emailTracking": { "label": "Suivi des emails", "description": "Tracking d'envoi et d'ouverture des notifications email" },
-      "chat": { "label": "Live Chat", "description": "Chat en temps réel avec conversion en ticket" },
-      "externalMessages": { "label": "Messages externes", "description": "Ajouter manuellement des messages reçus par email, SMS, WhatsApp..." },
-      "ai": { "label": "Intelligence Artificielle", "description": "Analyse de sentiment, synthèse, suggestion de réponse, reformulation" },
-      "timeTracking": { "label": "Suivi du temps", "description": "Timer, entrées manuelles, facturation" },
-      "satisfaction": { "label": "Enquêtes satisfaction", "description": "Score CSAT après résolution du ticket" },
-      "merge": { "label": "Fusion de tickets", "description": "Combiner deux tickets en un seul" },
-      "splitTicket": { "label": "Extraction de message", "description": "Extraire un message en nouveau ticket lié" },
-      "snooze": { "label": "Snooze", "description": "Masquer temporairement un ticket et rappel automatique" },
-      "clientHistory": { "label": "Historique client", "description": "Tickets passés, projets et notes internes du client" }
+      "canned": {
+        "label": "Réponses rapides",
+        "description": "Templates de réponses pré-enregistrées avec variables dynamiques"
+      },
+      "scheduledReplies": {
+        "label": "Réponses programmées",
+        "description": "Envoyer une réponse à une date/heure future"
+      },
+      "activityLog": {
+        "label": "Journal d'activité",
+        "description": "Timeline des actions sur chaque ticket (changements de statut, assignation...)"
+      },
+      "emailTracking": {
+        "label": "Suivi des emails",
+        "description": "Tracking d'envoi et d'ouverture des notifications email"
+      },
+      "chat": {
+        "label": "Live Chat",
+        "description": "Chat en temps réel avec conversion en ticket"
+      },
+      "externalMessages": {
+        "label": "Messages externes",
+        "description": "Ajouter manuellement des messages reçus par email, SMS, WhatsApp..."
+      },
+      "ai": {
+        "label": "Intelligence Artificielle",
+        "description": "Analyse de sentiment, synthèse, suggestion de réponse, reformulation"
+      },
+      "timeTracking": {
+        "label": "Suivi du temps",
+        "description": "Timer, entrées manuelles, facturation"
+      },
+      "satisfaction": {
+        "label": "Enquêtes satisfaction",
+        "description": "Score CSAT après résolution du ticket"
+      },
+      "merge": {
+        "label": "Fusion de tickets",
+        "description": "Combiner deux tickets en un seul"
+      },
+      "splitTicket": {
+        "label": "Extraction de message",
+        "description": "Extraire un message en nouveau ticket lié"
+      },
+      "snooze": {
+        "label": "Snooze",
+        "description": "Masquer temporairement un ticket et rappel automatique"
+      },
+      "clientHistory": {
+        "label": "Historique client",
+        "description": "Tickets passés, projets et notes internes du client"
+      }
     },
     "categories": {
       "core": "Fonctionnalités de base",

package/dist/views/shared/sla.d.ts

@@ -1,14 +1,33 @@
-export type SlaState = 'ok' | 'warn' | 'breach' | 'none' | 'met';
+export type SlaState = 'ok' | 'warn' | 'breach' | 'none' | 'met' | 'paused';
 export interface SlaInput {
     slaFirstResponseDue?: string | null;
     slaFirstResponseBreached?: boolean | null;
     firstResponseAt?: string | null;
     slaResolutionDue?: string | null;
     slaResolutionBreached?: boolean | null;
+    /** Set while the ticket sits in `waiting_client`; the resolution clock is stopped. */
+    slaPausedAt?: string | null;
 }
+/**
+ * How long the resolution clock has been stopped, in milliseconds, or 0.
+ *
+ * `createPauseSlaOnHold` only stamps `slaPausedAt` when the ticket enters
+ * `waiting_client`; it pushes `slaResolutionDue` forward *on the way out*, once
+ * it knows how long the pause lasted. So for the whole duration of the pause the
+ * stored deadline is stale by exactly this much, and anything comparing it to
+ * `now` — this function's callers included — reads a breach that the server does
+ * not consider one.
+ *
+ * Rather than wait for the resume hook, we add the elapsed pause back here. The
+ * arithmetic is the same the hook performs later, so the badge during the pause
+ * and the stored deadline after it agree.
+ */
+export declare function pausedForMs(t: SlaInput, now?: Date): number;
 export declare function computeSlaState(t: SlaInput, now?: Date): {
     state: SlaState;
     remainingMs: number | null;
     due: string | null;
+    /** Only set while paused: how long the clock has been stopped. */
+    pausedMs?: number;
 };
 export declare function formatSlaRemaining(remainingMs: number | null): string;

package/dist/views/shared/sla.js

@@ -1,5 +1,11 @@
 const HOUR_MS = 36e5;
 const MINUTE_MS = 6e4;
+function pausedForMs(t, now = /* @__PURE__ */ new Date()) {
+  if (!t.slaPausedAt) return 0;
+  const pausedAt = new Date(t.slaPausedAt);
+  if (Number.isNaN(pausedAt.getTime())) return 0;
+  return Math.max(0, now.getTime() - pausedAt.getTime());
+}
 function computeSlaState(t, now = /* @__PURE__ */ new Date()) {
   const hasFirstResponse = !!t.firstResponseAt;
   const dueRaw = hasFirstResponse ? t.slaResolutionDue : t.slaFirstResponseDue;
@@ -7,7 +13,12 @@ function computeSlaState(t, now = /* @__PURE__ */ new Date()) {
   if (!dueRaw) return { state: "none", remainingMs: null, due: null };
   const dueDate = new Date(dueRaw);
   if (Number.isNaN(dueDate.getTime())) return { state: "none", remainingMs: null, due: null };
-  const remaining = dueDate.getTime() - now.getTime();
+  const pausedMs = hasFirstResponse ? pausedForMs(t, now) : 0;
+  const remaining = dueDate.getTime() + pausedMs - now.getTime();
+  if (pausedMs > 0) {
+    if (breached) return { state: "breach", remainingMs: remaining, due: dueRaw, pausedMs };
+    return { state: "paused", remainingMs: remaining, due: dueRaw, pausedMs };
+  }
   if (breached || remaining < 0) {
     return { state: "breach", remainingMs: remaining, due: dueRaw };
   }
@@ -31,4 +42,4 @@ function formatSlaRemaining(remainingMs) {
   return `${sign}${d}j`;
 }
 
-export { computeSlaState, formatSlaRemaining };
+export { computeSlaState, formatSlaRemaining, pausedForMs };

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@consilioweb/payload-support",
-  "version": "6.0.0",
+  "version": "6.0.2",
   "description": "Payload CMS plugin — professional support & ticketing system with AI, SLA, time tracking, live chat, and more",
   "type": "module",
   "main": "./dist/index.cjs",
@@ -52,7 +52,8 @@
     "scripts/uninstall.mjs",
     "scripts/uninstall-data.mjs",
     "README.md",
-    "LICENSE"
+    "LICENSE",
+    "scripts"
   ],
   "keywords": [
     "payload",
@@ -137,7 +138,7 @@
     }
   },
   "scripts": {
-    "build": "tsup && tsc -p tsconfig.types.json && node scripts/copy-subpath-types.mjs",
+    "build": "tsup && tsc -p tsconfig.types.json && node scripts/copy-subpath-types.mjs && node scripts/verify-dist-imports.mjs",
     "typecheck": "tsc --noEmit",
     "test": "vitest run",
     "test:watch": "vitest",

package/scripts/copy-subpath-types.mjs

@@ -0,0 +1,103 @@
+/**
+ * Copies the declarations emitted by `tsc -p tsconfig.types.json` into dist/,
+ * then rewrites their relative import specifiers so they carry an explicit
+ * `.js` extension.
+ *
+ * Why a separate pass: the `bundle: false` tsup entry that emits dist/views/**
+ * and dist/components/** cannot generate declarations — turning `dts: true` on
+ * for ~100 entries makes rollup-plugin-dts run for well over ten minutes without
+ * finishing. Without them, `dist/views.d.ts` re-exports 13 views from paths that
+ * carry no declaration (TS7016 under noImplicitAny) and the publicly documented
+ * `./components/TicketConversation` subpath has no types at all.
+ *
+ * Why the extension rewrite: the sources are compiled with
+ * `moduleResolution: bundler`, so both tsc and tsup emit extensionless relative
+ * specifiers (`from './client'`, `from '../../utils/features'`). A consumer on
+ * `moduleResolution: node16 | nodenext` — the recommended setting for an ESM
+ * package — then gets `TS2835: Relative import paths need explicit file
+ * extensions`, and with the default `skipLibCheck: true` that error is swallowed
+ * and every export silently degrades to `any`. tsup's `onSuccess` already does
+ * this for the emitted `.js`; this does the same for the `.d.ts` (the copied ones
+ * *and* the `dist/views.d.ts` barrel produced by tsup's dts pass).
+ *
+ * `utils` is copied too: the emitted view declarations reference
+ * `../../utils/features`, whose JS is already emitted by the same tsup pass.
+ */
+import { cpSync, existsSync, readdirSync, readFileSync, rmSync, statSync, writeFileSync } from 'node:fs'
+import { dirname, join, resolve } from 'node:path'
+
+const OUT = '.types-out'
+const SUBPATHS = ['views', 'components', 'utils']
+
+if (!existsSync(OUT)) {
+  console.error(`[build] "${OUT}" is missing — run \`tsc -p tsconfig.types.json\` before this script.`)
+  process.exit(1)
+}
+
+for (const dir of SUBPATHS) {
+  const from = `${OUT}/${dir}`
+  if (existsSync(from)) cpSync(from, `dist/${dir}`, { recursive: true })
+}
+
+rmSync(OUT, { recursive: true, force: true })
+console.log('✓ Copied subpath declarations into dist/')
+
+// ─── Explicit .js extensions on relative specifiers ──────────────────────────
+
+const HAS_EXTENSION = /\.(js|jsx|mjs|cjs|css|scss|json)$/
+const RELATIVE_SPECIFIER = /((?:from|import)\s*['"])(\.\.?\/[^'"]+?)(['"])/g
+
+const errors = []
+
+/** Resolve an extensionless specifier against the emitted declarations. */
+function withExtension(fromFile, specifier) {
+  const base = resolve(dirname(fromFile), specifier)
+  if (existsSync(`${base}.d.ts`)) return `${specifier}.js`
+  if (existsSync(join(base, 'index.d.ts'))) return `${specifier}/index.js`
+  return null
+}
+
+function rewrite(file) {
+  const content = readFileSync(file, 'utf-8')
+  const fixed = content.replace(RELATIVE_SPECIFIER, (match, prefix, specifier, suffix) => {
+    if (HAS_EXTENSION.test(specifier)) return match
+    const resolved = withExtension(file, specifier)
+    if (!resolved) {
+      errors.push(`${file}: cannot resolve "${specifier}" to an emitted declaration`)
+      return match
+    }
+    return `${prefix}${resolved}${suffix}`
+  })
+  if (fixed !== content) writeFileSync(file, fixed)
+}
+
+function walkDts(dir) {
+  if (!existsSync(dir)) return
+  for (const entry of readdirSync(dir)) {
+    const path = join(dir, entry)
+    if (statSync(path).isDirectory()) {
+      walkDts(path)
+      continue
+    }
+    if (path.endsWith('.d.ts')) rewrite(path)
+  }
+}
+
+// The `./views` barrel is emitted by tsup's dts pass, not by the tsc pass above,
+// but it has the exact same extensionless specifiers — and it is the entry point
+// consumers actually import, so it matters most.
+const VIEWS_BARREL = 'dist/views.d.ts'
+if (!existsSync(VIEWS_BARREL)) {
+  console.error(`[build] "${VIEWS_BARREL}" is missing — did the tsup views barrel entry run?`)
+  process.exit(1)
+}
+rewrite(VIEWS_BARREL)
+for (const dir of SUBPATHS) walkDts(`dist/${dir}`)
+
+if (errors.length > 0) {
+  console.error('[build] unresolved relative specifiers in emitted declarations:')
+  for (const error of errors) console.error(`  - ${error}`)
+  process.exit(1)
+}
+
+console.log('✓ Added explicit .js extensions to relative specifiers in dist/**/*.d.ts')

package/scripts/verify-dist-imports.mjs

@@ -0,0 +1,84 @@
+#!/usr/bin/env node
+/**
+ * Every relative import in `dist/` must resolve to a file that is actually there.
+ *
+ * This catches one specific, silent failure mode of a multi-pass tsup build.
+ * The `bundle: false` pass preserves the source tree and rewrites nothing, so a
+ * relative import survives into the emitted file. If the target module is not
+ * itself in that pass's `entry` list, it is never emitted as a standalone file —
+ * it only exists inlined inside the bundled `dist/index.js`. The import then
+ * points at nothing.
+ *
+ * Nothing in the normal toolchain sees it. `tsc` type-checks the SOURCE tree,
+ * where the module exists. Vitest imports from `src/`, same thing. The build
+ * itself succeeds — tsup has no reason to object. The failure surfaces only when
+ * the HOST application's bundler resolves the published package, which is to say
+ * after publication, in someone else's build.
+ *
+ * `import type` is invisible here on purpose: TypeScript erases it, so it leaves
+ * no trace in the emitted file and cannot break anything. Only value imports do.
+ * That is why the defect hid for two releases in this package — every other
+ * importer of the same module used `import type`.
+ */
+import { existsSync, readdirSync, readFileSync, statSync } from 'node:fs'
+import { dirname, join, resolve } from 'node:path'
+
+const DIST = resolve(process.cwd(), 'dist')
+
+if (!existsSync(DIST)) {
+  console.error('verify-dist-imports: dist/ is missing — run the build first.')
+  process.exit(1)
+}
+
+/** Every emitted JavaScript file, at any depth. */
+function walk(dir) {
+  return readdirSync(dir, { withFileTypes: true }).flatMap((entry) => {
+    const path = join(dir, entry.name)
+    if (entry.isDirectory()) return walk(path)
+    return /\.(js|cjs|mjs)$/.test(entry.name) ? [path] : []
+  })
+}
+
+/**
+ * Relative specifiers only. Bare specifiers are the consumer's dependency
+ * problem, not ours, and `node:` builtins always resolve.
+ */
+const SPECIFIER =
+  /(?:^|[\s;{(])(?:import|export)\s+(?:[^'"]*?\sfrom\s+)?['"](\.[^'"]+)['"]|require\(\s*['"](\.[^'"]+)['"]\s*\)|import\(\s*['"](\.[^'"]+)['"]\s*\)/g
+
+/** Resolve the way Node and a bundler would: as written, then the usual suffixes. */
+function resolves(fromFile, specifier) {
+  const base = resolve(dirname(fromFile), specifier)
+  const candidates = [
+    base,
+    `${base}.js`, `${base}.cjs`, `${base}.mjs`,
+    join(base, 'index.js'), join(base, 'index.cjs'), join(base, 'index.mjs'),
+  ]
+  return candidates.some((c) => existsSync(c) && statSync(c).isFile())
+}
+
+const broken = []
+for (const file of walk(DIST)) {
+  const source = readFileSync(file, 'utf8')
+  for (const match of source.matchAll(SPECIFIER)) {
+    const specifier = match[1] || match[2] || match[3]
+    if (!specifier || resolves(file, specifier)) continue
+    broken.push({ file: file.replace(`${process.cwd()}/`, ''), specifier })
+  }
+}
+
+if (broken.length === 0) {
+  console.log('verify-dist-imports: every relative import in dist/ resolves.')
+  process.exit(0)
+}
+
+console.error(`verify-dist-imports: ${broken.length} unresolved relative import(s) in dist/.\n`)
+for (const { file, specifier } of broken) {
+  console.error(`  ${file}\n    imports '${specifier}' — not emitted`)
+}
+console.error(
+  '\nThe target is almost certainly missing from the `entry` list of the\n' +
+    '`bundle: false` pass in tsup.config.ts. Add it there, or move the value\n' +
+    'being imported into a module that pass already emits.',
+)
+process.exit(1)

package/src/endpoints/sla-check.ts

@@ -47,6 +47,7 @@ export function createSlaCheckEndpoint(slugs: CollectionSlugs): Endpoint {
             slaResolutionDue: true,
             slaFirstResponseBreached: true,
             slaResolutionBreached: true,
+            slaPausedAt: true,
             firstResponseAt: true,
             createdAt: true,
           },
@@ -85,9 +86,19 @@ export function createSlaCheckEndpoint(slugs: CollectionSlugs): Endpoint {
             }
           }
 
-          // Check resolution SLA
+          // Check resolution SLA.
+          //
+          // A ticket sitting in `waiting_client` has its resolution clock
+          // stopped, but `createPauseSlaOnHold` only pushes `slaResolutionDue`
+          // forward when the ticket LEAVES that status. During the pause the
+          // stored deadline is stale by exactly the elapsed pause, so comparing
+          // it to `now` reports a breach the server does not consider one — and
+          // this endpoint is what feeds the escalation mail.
           if (t.slaResolutionDue) {
-            const deadline = new Date(t.slaResolutionDue)
+            const pausedMs = t.slaPausedAt
+              ? Math.max(0, now.getTime() - new Date(t.slaPausedAt).getTime())
+              : 0
+            const deadline = new Date(new Date(t.slaResolutionDue).getTime() + pausedMs)
             if (now > deadline) {
               ticketData.breachTypes.push('resolution')
             } else {

package/src/hooks/checkSLA.ts

@@ -353,7 +353,20 @@ export function createCheckSlaOnResolve(slugs: CollectionSlugs, notificationSlug
     try {
       const { payload } = req
       const now = new Date()
-      const deadline = new Date(doc.slaResolutionDue as string)
+
+      // `createPauseSlaOnHold` is registered just before this hook and, when the
+      // ticket is resolved straight out of `waiting_client`, it pushes
+      // `slaResolutionDue` forward by the paused span. That write lands in the
+      // database, but the `doc` handed to THIS hook was captured before it — so
+      // reading `doc.slaResolutionDue` here compares against the un-extended
+      // deadline and persists a breach that never happened.
+      //
+      // Re-adding the pause locally gives the same deadline the sibling hook
+      // just wrote, without depending on hook ordering or on re-reading the row.
+      const pausedMs = doc.slaPausedAt
+        ? Math.max(0, now.getTime() - new Date(doc.slaPausedAt as string).getTime())
+        : 0
+      const deadline = new Date(new Date(doc.slaResolutionDue as string).getTime() + pausedMs)
       const breached = now > deadline
 
       await dbUpdate(payload, slugs.tickets, {

package/src/styles/TicketInbox.module.scss

@@ -286,6 +286,10 @@
 .slaOk     { color: var(--theme-elevation-400); }
 .slaWarn   { color: var(--theme-warning-500, #c97a0a); font-weight: 600; }
 .slaBreach { color: var(--theme-error-500, #c4392c); font-weight: 700; }
+// Paused: deliberately neutral and italic. The clock is stopped because the
+// team is waiting on the client, so this is not a state anyone should act on —
+// it must not compete with the warn and breach colours next to it.
+.slaPaused { color: var(--theme-elevation-650); font-style: italic; }
 
 .timeAgo {
   font-size: 12px;

package/src/views/TicketInboxView/client.tsx

@@ -26,6 +26,7 @@ interface Ticket {
   slaFirstResponseBreached?: boolean | null
   slaResolutionDue?: string | null
   slaResolutionBreached?: boolean | null
+  slaPausedAt?: string | null
   firstResponseAt?: string | null
 }
 
@@ -128,13 +129,21 @@ export const TicketInboxClient: React.FC = () => {
       `select[client]=true`, `select[updatedAt]=true`,
       `select[lastClientMessageAt]=true`, `select[lastAdminReadAt]=true`,
       `select[slaFirstResponseDue]=true`, `select[slaFirstResponseBreached]=true`,
-      `select[slaResolutionDue]=true`, `select[slaResolutionBreached]=true`,
+      `select[slaResolutionDue]=true`, `select[slaResolutionBreached]=true`, `select[slaPausedAt]=true`,
       `select[firstResponseAt]=true`,
     ]
     if (tab === 'sla_breach') {
-      // Either first-response breached or resolution breached
+      // Either first-response breached or resolution breached.
+      //
+      // A paused ticket is excluded. `createPauseSlaOnHold` stamps `slaPausedAt`
+      // on the way into `waiting_client` and only pushes `slaResolutionDue`
+      // forward on the way out, so during the pause the stored deadline is stale
+      // and this list would show a breach the server does not consider one.
+      // `computeSlaState` applies the same rule when it renders the row, so the
+      // tab and the badge cannot disagree.
       params.push(`where[or][0][slaFirstResponseBreached][equals]=true`)
       params.push(`where[or][1][slaResolutionBreached][equals]=true`)
+      params.push(`where[slaPausedAt][exists]=false`)
     } else if (tab !== 'all') {
       params.push(`where[status][equals]=${tab}`)
     }
@@ -178,7 +187,7 @@ export const TicketInboxClient: React.FC = () => {
           fetch(`/api/tickets/count?where[status][equals]=open&${sn}`, { credentials: 'include' }),
           fetch(`/api/tickets/count?where[status][equals]=waiting_client&${sn}`, { credentials: 'include' }),
           fetch(`/api/tickets/count?where[status][equals]=resolved&${sn}`, { credentials: 'include' }),
-          fetch(`/api/tickets/count?where[or][0][slaFirstResponseBreached][equals]=true&where[or][1][slaResolutionBreached][equals]=true&${sn}`, { credentials: 'include' }),
+          fetch(`/api/tickets/count?where[or][0][slaFirstResponseBreached][equals]=true&where[or][1][slaResolutionBreached][equals]=true&where[slaPausedAt][exists]=false&${sn}`, { credentials: 'include' }),
         ])
         const [a, o, w, r, b] = await Promise.all([all.json(), openRes.json(), waiting.json(), resolved.json(), breach.json()])
         setCounts({
@@ -350,6 +359,7 @@ export const TicketInboxClient: React.FC = () => {
             const priorityColor = PRIORITY_COLORS[tk.priority] || 'transparent'
             const sla = computeSlaState(tk)
             const isBreach = sla.state === 'breach'
+            const isPaused = sla.state === 'paused'
             const statusVariant: 'open' | 'pending' | 'resolved' | 'closed' = STATUS_VARIANT[tk.status] || 'open'
 
             return (
@@ -388,10 +398,15 @@ export const TicketInboxClient: React.FC = () => {
                     sla.state === 'breach' ? s.slaBreach : '',
                     sla.state === 'warn' ? s.slaWarn : '',
                     sla.state === 'ok' ? s.slaOk : '',
+                    isPaused ? s.slaPaused : '',
                   ].filter(Boolean).join(' ')}
-                  title={sla.due ? new Date(sla.due).toLocaleString(DATE_LOCALE) : ''}
+                  title={
+                    isPaused
+                      ? t('inbox.slaPausedTitle', { since: formatSlaRemaining(sla.pausedMs ?? 0) })
+                      : sla.due ? new Date(sla.due).toLocaleString(DATE_LOCALE) : ''
+                  }
                 >
-                  {formatSlaRemaining(sla.remainingMs)}
+                  {isPaused ? t('inbox.slaPaused') : formatSlaRemaining(sla.remainingMs)}
                 </span>
                 <span className={s.timeAgo}>{relativeTime(tk.updatedAt, t)}</span>
                 {isUnread ? <div className={s.unreadDot} /> : <span />}

package/src/views/shared/locales/en.json

@@ -348,7 +348,9 @@
       "responseAwaitedFor": "Awaiting for {{duration}}",
       "target": "Due: {{target}}",
       "escalate": "Escalate"
-    }
+    },
+    "slaPaused": "paused",
+    "slaPausedTitle": "SLA paused for {since} — the clock resumes when the client replies"
   },
   "emailTracking": {
     "title": "Email tracking",
@@ -695,19 +697,58 @@
     "saved2": "✓ Saved",
     "saveChanges": "Save changes",
     "features": {
-      "canned": { "label": "Quick replies", "description": "Pre-registered response templates with dynamic variables" },
-      "scheduledReplies": { "label": "Scheduled replies", "description": "Send a reply at a future date/time" },
-      "activityLog": { "label": "Activity log", "description": "Timeline of actions on each ticket (status changes, assignment...)" },
-      "emailTracking": { "label": "Email tracking", "description": "Send and open tracking for email notifications" },
-      "chat": { "label": "Live Chat", "description": "Real-time chat with ticket conversion" },
-      "externalMessages": { "label": "External messages", "description": "Manually add messages received by email, SMS, WhatsApp..." },
-      "ai": { "label": "Artificial Intelligence", "description": "Sentiment analysis, summary, reply suggestion, rewriting" },
-      "timeTracking": { "label": "Time tracking", "description": "Timer, manual entries, billing" },
-      "satisfaction": { "label": "Satisfaction surveys", "description": "CSAT score after ticket resolution" },
-      "merge": { "label": "Ticket merge", "description": "Combine two tickets into one" },
-      "splitTicket": { "label": "Message extraction", "description": "Extract a message into a new linked ticket" },
-      "snooze": { "label": "Snooze", "description": "Temporarily hide a ticket with automatic reminder" },
-      "clientHistory": { "label": "Client history", "description": "Past tickets, projects and internal notes" }
+      "canned": {
+        "label": "Quick replies",
+        "description": "Pre-registered response templates with dynamic variables"
+      },
+      "scheduledReplies": {
+        "label": "Scheduled replies",
+        "description": "Send a reply at a future date/time"
+      },
+      "activityLog": {
+        "label": "Activity log",
+        "description": "Timeline of actions on each ticket (status changes, assignment...)"
+      },
+      "emailTracking": {
+        "label": "Email tracking",
+        "description": "Send and open tracking for email notifications"
+      },
+      "chat": {
+        "label": "Live Chat",
+        "description": "Real-time chat with ticket conversion"
+      },
+      "externalMessages": {
+        "label": "External messages",
+        "description": "Manually add messages received by email, SMS, WhatsApp..."
+      },
+      "ai": {
+        "label": "Artificial Intelligence",
+        "description": "Sentiment analysis, summary, reply suggestion, rewriting"
+      },
+      "timeTracking": {
+        "label": "Time tracking",
+        "description": "Timer, manual entries, billing"
+      },
+      "satisfaction": {
+        "label": "Satisfaction surveys",
+        "description": "CSAT score after ticket resolution"
+      },
+      "merge": {
+        "label": "Ticket merge",
+        "description": "Combine two tickets into one"
+      },
+      "splitTicket": {
+        "label": "Message extraction",
+        "description": "Extract a message into a new linked ticket"
+      },
+      "snooze": {
+        "label": "Snooze",
+        "description": "Temporarily hide a ticket with automatic reminder"
+      },
+      "clientHistory": {
+        "label": "Client history",
+        "description": "Past tickets, projects and internal notes"
+      }
     },
     "categories": {
       "core": "Core features",

package/src/views/shared/locales/fr.json

@@ -348,7 +348,9 @@
       "responseAwaitedFor": "En attente depuis {{duration}}",
       "target": "Échéance : {{target}}",
       "escalate": "Escalader"
-    }
+    },
+    "slaPaused": "en pause",
+    "slaPausedTitle": "SLA en pause depuis {since} — le compteur repart à la réponse du client"
   },
   "emailTracking": {
     "title": "Suivi des emails",
@@ -695,19 +697,58 @@
     "saved2": "✓ Sauvegardé",
     "saveChanges": "Sauvegarder les modifications",
     "features": {
-      "canned": { "label": "Réponses rapides", "description": "Templates de réponses pré-enregistrées avec variables dynamiques" },
-      "scheduledReplies": { "label": "Réponses programmées", "description": "Envoyer une réponse à une date/heure future" },
-      "activityLog": { "label": "Journal d'activité", "description": "Timeline des actions sur chaque ticket (changements de statut, assignation...)" },
-      "emailTracking": { "label": "Suivi des emails", "description": "Tracking d'envoi et d'ouverture des notifications email" },
-      "chat": { "label": "Live Chat", "description": "Chat en temps réel avec conversion en ticket" },
-      "externalMessages": { "label": "Messages externes", "description": "Ajouter manuellement des messages reçus par email, SMS, WhatsApp..." },
-      "ai": { "label": "Intelligence Artificielle", "description": "Analyse de sentiment, synthèse, suggestion de réponse, reformulation" },
-      "timeTracking": { "label": "Suivi du temps", "description": "Timer, entrées manuelles, facturation" },
-      "satisfaction": { "label": "Enquêtes satisfaction", "description": "Score CSAT après résolution du ticket" },
-      "merge": { "label": "Fusion de tickets", "description": "Combiner deux tickets en un seul" },
-      "splitTicket": { "label": "Extraction de message", "description": "Extraire un message en nouveau ticket lié" },
-      "snooze": { "label": "Snooze", "description": "Masquer temporairement un ticket et rappel automatique" },
-      "clientHistory": { "label": "Historique client", "description": "Tickets passés, projets et notes internes du client" }
+      "canned": {
+        "label": "Réponses rapides",
+        "description": "Templates de réponses pré-enregistrées avec variables dynamiques"
+      },
+      "scheduledReplies": {
+        "label": "Réponses programmées",
+        "description": "Envoyer une réponse à une date/heure future"
+      },
+      "activityLog": {
+        "label": "Journal d'activité",
+        "description": "Timeline des actions sur chaque ticket (changements de statut, assignation...)"
+      },
+      "emailTracking": {
+        "label": "Suivi des emails",
+        "description": "Tracking d'envoi et d'ouverture des notifications email"
+      },
+      "chat": {
+        "label": "Live Chat",
+        "description": "Chat en temps réel avec conversion en ticket"
+      },
+      "externalMessages": {
+        "label": "Messages externes",
+        "description": "Ajouter manuellement des messages reçus par email, SMS, WhatsApp..."
+      },
+      "ai": {
+        "label": "Intelligence Artificielle",
+        "description": "Analyse de sentiment, synthèse, suggestion de réponse, reformulation"
+      },
+      "timeTracking": {
+        "label": "Suivi du temps",
+        "description": "Timer, entrées manuelles, facturation"
+      },
+      "satisfaction": {
+        "label": "Enquêtes satisfaction",
+        "description": "Score CSAT après résolution du ticket"
+      },
+      "merge": {
+        "label": "Fusion de tickets",
+        "description": "Combiner deux tickets en un seul"
+      },
+      "splitTicket": {
+        "label": "Extraction de message",
+        "description": "Extraire un message en nouveau ticket lié"
+      },
+      "snooze": {
+        "label": "Snooze",
+        "description": "Masquer temporairement un ticket et rappel automatique"
+      },
+      "clientHistory": {
+        "label": "Historique client",
+        "description": "Tickets passés, projets et notes internes du client"
+      }
     },
     "categories": {
       "core": "Fonctionnalités de base",

package/src/views/shared/sla.ts

@@ -1,7 +1,7 @@
 // SLA helpers — derive remaining time + visual state from ticket's
 // slaFirstResponseDue / slaFirstResponseBreached fields (already on Tickets).
 
-export type SlaState = 'ok' | 'warn' | 'breach' | 'none' | 'met'
+export type SlaState = 'ok' | 'warn' | 'breach' | 'none' | 'met' | 'paused'
 
 export interface SlaInput {
   slaFirstResponseDue?: string | null
@@ -9,15 +9,40 @@ export interface SlaInput {
   firstResponseAt?: string | null
   slaResolutionDue?: string | null
   slaResolutionBreached?: boolean | null
+  /** Set while the ticket sits in `waiting_client`; the resolution clock is stopped. */
+  slaPausedAt?: string | null
 }
 
 const HOUR_MS = 3_600_000
 const MINUTE_MS = 60_000
 
+/**
+ * How long the resolution clock has been stopped, in milliseconds, or 0.
+ *
+ * `createPauseSlaOnHold` only stamps `slaPausedAt` when the ticket enters
+ * `waiting_client`; it pushes `slaResolutionDue` forward *on the way out*, once
+ * it knows how long the pause lasted. So for the whole duration of the pause the
+ * stored deadline is stale by exactly this much, and anything comparing it to
+ * `now` — this function's callers included — reads a breach that the server does
+ * not consider one.
+ *
+ * Rather than wait for the resume hook, we add the elapsed pause back here. The
+ * arithmetic is the same the hook performs later, so the badge during the pause
+ * and the stored deadline after it agree.
+ */
+export function pausedForMs(t: SlaInput, now: Date = new Date()): number {
+  if (!t.slaPausedAt) return 0
+  const pausedAt = new Date(t.slaPausedAt)
+  if (Number.isNaN(pausedAt.getTime())) return 0
+  return Math.max(0, now.getTime() - pausedAt.getTime())
+}
+
 export function computeSlaState(t: SlaInput, now: Date = new Date()): {
   state: SlaState
   remainingMs: number | null
   due: string | null
+  /** Only set while paused: how long the clock has been stopped. */
+  pausedMs?: number
 } {
   // Once first-response is met, fall back to resolution SLA.
   const hasFirstResponse = !!t.firstResponseAt
@@ -29,7 +54,18 @@ export function computeSlaState(t: SlaInput, now: Date = new Date()): {
   const dueDate = new Date(dueRaw)
   if (Number.isNaN(dueDate.getTime())) return { state: 'none', remainingMs: null, due: null }
 
-  const remaining = dueDate.getTime() - now.getTime()
+  // The pause only stops the RESOLUTION clock. A first-response SLA keeps
+  // running while the client is being waited on — the agent has still not
+  // answered, which is precisely what that target measures.
+  const pausedMs = hasFirstResponse ? pausedForMs(t, now) : 0
+  const remaining = dueDate.getTime() + pausedMs - now.getTime()
+
+  if (pausedMs > 0) {
+    // A stored breach flag is not overridden: if the clock had already run out
+    // before the client was asked, the ticket really did breach.
+    if (breached) return { state: 'breach', remainingMs: remaining, due: dueRaw, pausedMs }
+    return { state: 'paused', remainingMs: remaining, due: dueRaw, pausedMs }
+  }
 
   if (breached || remaining < 0) {
     return { state: 'breach', remainingMs: remaining, due: dueRaw }